Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS

Quality and Care

What is Filienna jewelry made from?
Filienna jewelry is made from our proprietary Filienna blush silver alloy – a blend of precious silver and other metals such as copper. This rosy silver metal blend is nickel-free, cadmium free, and lead-free. This alloy composition means that the exquisite blush silver tone you see in our collections is the natural color of this beautiful silver-blended metal from the inside out; it is not a plating or surface treatment.
How does Filienna jewelry come packaged?
Your Filienna purchase will arrive securely packaged in a beautifully branded Filienna drawstring pouch which can be used to store the jewelry safely when not in use or for travel.

Does Filienna jewelry discolor?
Like any silver or copper jewelry, Filienna will eventually oxidize (or change color) after exposure to oxygen and normal contact with your skin. This natural oxidization is not permanent or harmful to your skin, and like any piece of fine silver or copper, our jewelry requires only occasional surface cleaning to restore it to its original luster.
How do I clean my Filienna jewelry?
To clean your Filienna jewelry, simply dip or gently wipe the piece with a liquid commercial silver cleaner or tarnish remover that you can find at most local hardware or houseware stores-we recommend Hagerty Silver dip. Filienna does not suggest using harsh abrasive silver cream cleansers. After dipping the piece in silver cleaner, simply rinse the piece with water and dry it gently with a soft cloth, and your Filienna jewelry will be returned to its original rosy luster.
Do you offer a warranty?
We offer a 90 day warranty on Filienna jewelry against manufacturing defects. If you have any questions about the condition or quality of your Filienna jewelry, please contact our team within 30 days of your purchase and we will be happy to assist you.
I’d like to get in touch with a member of your Customer Care team. Is there a number I can call?
Yes, to reach us by phone, please call 347-882-3588. Our phone line is open between the hours of 9 a.m. and 5 p.m. ET, Monday through Friday. You can also send us an email at info@filienna.com.

Can Filienna products be resized?
Filienna’s rings and bands are carefully designed with infinity designs that encircle the finger. Resizing our rings compromises the design and is not recommended. We recommend you obtain your ring size before ordering to ensure the best fit, or purchase a new ring in the proper size if your Filienna ring no longer fits.

We have designed our chains and necklaces to flatter a variety of necklines, thanks to our adjustable clasps on some models. If you need a necklace extender for a particular model, please contact us at info@filienna.com and we can coordinate one for you at a nominal additional charge.

Custom Orders

What is the price of Filienna custom pieces?
All Filienna custom pieces are made to order with love and price is available upon request. A 50% deposit will be required at the time of purchase. For more information about custom pieces please email us at info@filienna.com.

How long will my custom order take?
Please allow at least 4-6 weeks of production time before shipment of any custom pieces.

Partnerships and Wholesale

Is Filienna accepting wholesale accounts?
Filienna is happy to expand our network of like-minded retail partners. For more on our full collections and wholesale pricing, please contact us at 347-882-3588 or email at info@filienna.com.
Do you work with influencers, stylists, and celebrities?
At Filienna, we celebrate unique style, creativity, and leadership – we love to see Filienna styled by today’s tastemakers, in the digital world and beyond. For partnership opportunities, product placements, styling, or press inquiries, please contact us at 347-882-3588 or email at info@filienna.com.
Are you currently seeking sales reps?
While we are not actively seeking sales reps at the moment, Filienna is looking to expand our retail and sales network in future. Please contact us at info@filienna.com if you would like to discuss potential commission-based sales opportunities in the United States.

Shipping

How much does shipping cost?
Your shipping cost will be determined at checkout. For any questions about our shipping rates, please contact us at info@filienna.com.

Do you ship to Canada and Internationally?
Yes, we do ship internationally. Please contact us at info@filienna.com if you have any questions about our international shipping rates.
What forms of payment do you accept?
Currently, we accept MasterCard, Visa, American Express, Discover, JCB, Apple Pay, and PayPal.
Is it safe to use my credit card on your site?
Our site is certified Level 1 PCI DSS compliant. This means that our site and hosting platform: Maintains a Secure Network, Protects Cardholder Data, Maintains a Vulnerability Management Program, Implements Strong Access Control Measures, Regularly Monitors and Tests Networks, and Maintains an Information Security Policy. For more information on PCI compliance, please visit: https://www.pcicomplianceguide.org/

Do you charge sales tax?
Sales tax will be charged on total merchandise for orders shipped to: AL, AR, AZ, CA, CO (state & special jurisdiction only), CT, DC, FL, GA, IA, ID, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, MO, NC, ND, NE, NJ, NV, NY, OH, OK, PA, RI, SD, TN, TX, UT, VA, VT, WA, WI, WV, and WY.
Why am I being charged sales tax if you do not have a physical presence within my state?
We are required by law to charge sales tax on any orders shipping to a state where sales exceeded $10,000 during the preceding four calendar quarters.
Do you accept cashier's checks or money orders?
No, we do not currently accept cashier's checks or money orders.
When is my credit card charged?
Your credit card will be charged at the time of order.
Do you price match if an item I purchased is later reduced?
All prices are final and we do not price match.

Returns

How do I return my purchase?

We offer a full 30-day satisfaction guaranteed return policy for all Filienna blush silver jewelry in its original condition with proof of purchase.

Since we do not keep 14 karat gold jewelry items in stock, each is made-to-order with care for you. As such, 14 karat gold Filienna jewelry items in original condition may be returned, but are subject to a fifty percent restocking fee to cover the significant production costs required to craft these high-end, solid gold items.

Once your piece is returned, the Filienna team will process your refund as outlined above – full purchase price for blush silver items and fifty percent of original purchase price for custom solid gold pieces.

You are responsible for return shipping fees. If you need help creating a label, contact our team and we will credit the cost against your return credit. Due to high volume, packages received without the proper amount of postage applied may be subject to significant processing delays, or may be returned to sender. For assistance with a processing a return, please contact us at info@filienna.com
How long will it be before I am refunded?
After we receive your returned order, we will inspect it and issue a credit within 3 to 5 business days. Your card issuer will determine how long the money takes to be refunded to your bank account.
What if my jewelry breaks?
All purchases come with a 90-day warranty against manufacturer defects. If your piece breaks within this window, please email a picture of it, along with as many details as possible (order number, piece name or style number, your name, address and contact info), to info@filienna.com. If we have the piece in stock, we will ship you a replacement, free of charge. If we do not currently have it in stock, we are happy to ship you a comparable piece, offer you a store credit, or a full refund.
I would like to return a gift that was sent to me. How do I do that?
For assistance with a processing a return, please contact us at info@filienna.com

Repairs

We offer repairs on a case by case basis. Please contact us at info@filienna.com for more information